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Strategy

Channel Strategy

Customer buying dynamics are continually evolving, making it increasingly difficult for organisations to deliver relevance and cohesion across more channels, while simultaneously reducing cost.

We often see an overreliance on face-to-face sales channels, and misalignment with market opportunity, leading to over-servicing of some customers and under-servicing of others.

In order to stay ahead, organisations must build a deep understanding of their customers’ engagement preferences across the journey, and assess the economic value of each channel. With these insights at hand, your cost-to-sell and serve can be optimised, while delivering the ideal customer experience, when and how they want it.

We can help you

Determine customer channel preferences

Understand how your customers prefer to engage at the 'moments that matter' across the customer journey

Determine customer channel preferences

Assess your channel effectiveness​

Establish a baseline of current cost-to-sell, cost-to-serve and the customer experience for each channel, to identify opportunities for optimisation

Assess your channel effectiveness​

Optimise channel performance

Analyse the impact and cohesion of your existing channels, and determine the optimal mix for delivering on your desired customer experience

Optimise channel performance

Develop an omni-channel strategy​

Determine how to integrate your channels, so that you can deliver an efficient and seamless experience

Develop an omni-channel strategy​

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Want to uplift your customer experience without sacrificing the bottom-line?

Speak to us today about optimising your channel mix

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